Good day
On Friday I was faced with a bit of a problem that tested my soft skills and how to prioritize.
The day before I was given a laptop to clean up that was belonged to a clients son it was a simple task and I told the client I can drop it off in the afternoon.
I did a few morning service calls and I was about to drop off the laptop but my boss called asking me to do another service call (Which was a owner of a company had a virus on his computer). During this call The client who I told I would drop the laptop off called me asking me when I was doing to bring them the laptop I told them I was in the middle of a call and I’ll be down around 3ish.
3pm rolls around and I was about to drop the laptop off and my boss calls again telling me to stop over and do 2 more service calls. I tell him I have to drop off this laptop because I told the client twice I would be over with it today and I already pushed it ahead twice. He then lectured me on how I have to make decisions and prioritize my work, saying it was only her sons laptop and its not like its the accountants PC on payroll day
So I quickly make those 2 service calls and head back to my office to shoot off a very important E-mail. 3:40pm rolls around the Client calls me once more saying “Your not coming over today? The sectary is the only one at the office, we close at 4pm and I dont want to have to make her stay late on a Friday”
Once again I simply told her I am shooting off an E-mail then I am on the way to your office
I get to the office at 3:55 and drop off the laptop and that was the end of that
I know this was done all wrong and could of been done a lot better but how do you tell an aggressive client that one service call is more important then theirs?
Thanks
Ryan
oh and also note that I am the only tech at our office my boss is also a tech but he is more into sales and he is currently training a new sales rep so %90 of the time I am doing service calls solo
